Complaints

This profile includes complaints for Canada Post Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Canada Post Corporation

  2701 Riverside Drive Suite 1200 City of Ottawa, ON K1A 0B1

• 

  Canada Post Corporation

  13a Perron St St Albert, AB T8N 1E5

• 

  Canada Post Corporation

  15715 66 St Edmonton, AB T5Y 3A5

• 

  Canada Post Corporation

  14505 124 Ave Edmonton, AB T5L 3B2

• 

  Canada Post Corporation

  164 White St Smoky Lake, AB T0A 3C0

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:21/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am having a serious issue with Canada Post they are not sending me my insurance claim service ticket refund. I have phoned it 3x and now 2x been issued a new service ticket number and I am still waiting for my cheque in the mail from them and this has been ongoing since june. I have asked them to send me it with tracking so it does not get lost but I am not sure if they have sent anything at all. Service ticket #********* previous ticket numbers #********* & #********* each of these other ticket numbers were issued by CSRs when I called in due to this issue of not receiving the cheque ($100 odd dollars)

  Business Response

  Date: 22/12/2023

  Thank you for bringing this to our attention. A new cheque has been issued to you. Please allow up to 20 business days for your cheque to arrive. 

  We hope to restore your faith in us in the near future. 

  Canada Post 

  Customer Care

   

   

• Initial Complaint

  Date:17/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a Tubular Lock pick set from **************** on Oct 2/2023 and paid 109.99 USD and received the Tracking Info **************** from them when it was shipped.
  
  On Oct 13/2023 the tracking info from Canada Post said the item was delivered to the building manager, concierge or mail room?
  I live in a Residential House NOT a Condo or Apartment building.
  Canada Post could not help me because my inquiry was more then 3 days after the delivery date, all they could say was there seems to be a scanning error in the tracking Info? And they could not give me the address of where it was delivered.
  
  The Customer Service of ************ will no longer reply to my email's after my initial inquiry and complaint of not receiving my Order, and has not offered me any kind compensation for the error.
  
  I put in an inquiry to ****** and after a few weeks ****** sided with ************ and said the company did nothing wrong, so I was denied The case was closed as the transaction was processed correctly.

  Business Response

  Date: 22/12/2023

  Thank you for bringing this matter to our attention. This is
  not the experience we want for our customers and regret the stress and any inconvenience
  this may have caused you. I am very sorry that we have no further updates for
  you regarding your item. Should you require a formal trace on this item, the
  sender would need to initiate this with Canada Post. Any claim paid is issued
  to the sender of the item. Please advise the sender to contact Canada Post and initiate
  a claim since you did not receive your item.
  
  Thank you,
  
  Canada Post Customer Care.

  Customer Answer

  Date: 23/12/2023

  
  
  Complaint: 21020709
  
  
  
  I am rejecting this response because: Canada Post made the EEROR in DELIVERY and lost the item / or delivered it incorrectly.

  The Seller seems to have washed his hands of my problem and no longer responds to my Inquiry's. I do not believe they contacted Canada Post at all

  and because I am not the Seller of this LOST item, I am being ignored by Canada Post and By the Ombudsman for Canada post.

  
  
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 08/01/2024

  Thank you for the additional information.
  Unfortunately like advised earlier , any claim paid is issued to the sender of
  the item. Please advise the sender that they will need to initiate the claim.
  Should you
  feel that your concern has not been fully addressed by Canada Post, please
  reach out to the Canada Post Ombudsman’s office with your service ticket number
  to review your file. *************************************************
  
  Thank you,
  Canada Post
  Customer Care.

  Customer Answer

  Date: 10/01/2024

  
  
  Complaint: 21020709
  
  
  
  I am rejecting this response because: Canada Post only needs to advise me of the address this item was delivered too, then I can try to retrieve the package myself. The Seller no longer will respond to any of my request's as they feel they completed there obligation by shipping the Item. A complaint to ****** agreed with the Seller and deigned my complaint saying the Seller did nothing wrong. I cannot file any complaint with the Ombudsman as I am not the Seller. I cannot file a complaint with Canada Post because I am not the Seller. Canada post  errored in there delivery of my Item and will not aid me in trying to recover it.

  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:11/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 11 my package was dropped off at a Canada post location ******************************************************************** close to 5:30pm. Tracking ****************. The Canada post staff (two of them who refused to give their names) did not scan my package and said that they cannot scan it into the system because it is broken and will do it later (after the other customers). They did NOT give me a receipt and kept my package telling me that they will scan it into the system. An hour later the package has still not been scanned into the system. They said they no longer have the package and all the packages have been picked up and are gone. They said they cannot do anything about it and to wait and maybe it will appear. The item inside has been sold and is expensive and I am unable to receive any help from any of the Canada post bots as they will not connect you to a real person. They all keep saying the package has not been scanned in or dropped off. Please access the cameras at this location to identify what happened to the package and to ensure that it is scanned in. It seems my package has been stolen by the staff at this location. I do not have the item and I will not get paid for the item unless it is scanned into the system. IF the package is not scanned into the system the order will be refunded and I do not have the package and I will not receive payment for the item.

  Business Response

  Date: 19/12/2023

  Thank you for your feedback. We truly regret to hear that you were disappointed with the service you received and we will bring this complaint to the attention of our Canada Post local management team for review and coaching. According to our tracking system , your item was scanned at our processing plant on Dec 11, 2023 and delivered on Dec 13, 2023. We trust that this issue is now resolved based on the tracking updates.
  
  Thank you,
  Canada Post **************

• Initial Complaint

  Date:08/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The tracking number is **************** I dropped off a return package to Sephora on the 29th of November and it's been a very long time since the status of the tracking has updated. It only says "Item delayed". I then go to the same post office and tell them about the issue and they told me to call customer service about my issue. I called customer service about my issue and they gave me a reference number: ********* to give to Sephora, and tell them to open an investigation on my behalf on the lost return. There is too much back and forth, all I want is for the investigation to happen, and figure out where my return is and whether it is lost or not. I need proof/confirmation on whether the package is deemed lost or not so I can give the store proof that, it is Canada Post's fault for the lost package. I need my money refunded from Sephora. $388.72 CAD.

  Business Response

  Date: 18/12/2023

  Thank you for bringing this matter to our attention. I was able to locate a service ticket that was created on Dec 7th,2023.This is not the experience we want for our customers and regret the stress and any inconvenience this may have caused you. I am very sorry that we have no further updates for you regarding your item . Like advised by our ***************** on Dec 11th, 2023, should you require a formal trace on this item,the sender would need to initiate this with Canada Post. Any claim paid, is issued to the sender of the item. The best course of action based on the details of your service ticket ,would be to contact the sender and advised them to initiate a claim with Canada Post.
  
  Thank you,
  
  Canada Post **************

• Initial Complaint

  Date:04/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased an Xpresspost Value pack with 4 Prepaid Envelopes on 2019/12/04, for $47.70+$6.20GST. Have not used the envelopes and tried to return them for a refund. Was told that these were no longer valid and could not be used and not eligible for a refund.

  Business Response

  Date: 04/12/2023

   

  The information you were provided is correct. Prepaid products should be used within 3 years of purchase and any returns must be initiated within 10 calendar days of delivery. 

  Should you require additional information going forward, please contact our Customer Service Centre at 1-866-607-6301 or visit our website.

  Thank you for reaching out. 

  Canada Post, Customer Care.

  
  

  Customer Answer

  Date: 04/12/2023

  *
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20953447, and find that this resolution is satisfactory to me.

  I remain disappointed with the response since there was no indication on the product that it was time limited.  This seems unfair to the consumer regardless, since I have paid for a service, and receive nothing in return.  This is very similar to an expiry date on gift certificates, which is illegal.

  
  
  
  Sincerely,
  
  *** ******
  
  

• Initial Complaint

  Date:03/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  On October 01, 2023 I brought the package to Canada Post. I paid to Canada Post for the tracking of my package and insurance up to $100. My package hasn't been delivered. I asked Canada Post for refund and they refused to give me refund for the postage and insurance. ******** ****** *** **************
  
  The Canada Post tracking system shows the package as undelivered. The receiver claimed the package undelivered through ebay, and I had to refund him 100%. I lost my package and I lost my money, Canada Post rejected to pay insured amount.
  I communicated with Canada Post MANY TIMES by phone and email. They refused to refund me, mentioned that I have to do investigation myself, I have to contact USA Post authorities for investigation etc. If I am not happy I have to file a claim to ombudsman etc. I think this is an example of cheating of ordinary people by huge corporation. Nice situation - Canada Post took many for delivery, for tracking, for insurance and comletely ignored their obligation to deliver, to track, to insure. Once, ******* lost my package I bought from them. After my first claim I was IMMEDIATELY refunded, because the package was not delivered. I expected the same from Canada Post. Unfortunately, this corporation is dishonest. I refunded $17.50 CAD to the buyer, item was insured on $100 CAD. I am expecting $117.50 CAD to be refunded to me.
  Best Regards,

  Business Response

  Date: 04/12/2023

  Thank you for bringing this to our attention.
  This is not the experience we want for our customers and regret the stress and
  inconvenience this may have caused.
  We can certainly provide you a refund however I want to clarify
   that we can only process  up to the maximum coverage amount of an item.
  Should the item be of lesser value than the coverage amount, we issue a refund
  for the actual value of the item. In your case, since the value of the item and
  the total refund you provided the receiver is $17.50, we will issue a refund of
  $17.50 plus the postage paid of $5.99 for a total refund of $23.49 to you. Please
  allow up to 10 to 15 business days to receive the refund in the mail.
  
  Thank you.
  
  Canada Post, Customer Care
  

  Customer Answer

  Date: 04/12/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20952665, and find that this resolution is satisfactory to me.

  Thank you so much for your efforts and a lightning fast response! This decision is fair. I was seeking just the compensation of my losses inflicted by Canada Post. I expected the same when communicating directly with Canada Post, but they rejected any solution of his case. I am extremally happy that *** managed to solve this matter in a fair way.

  Thank you so much once again!
  
  
  
  Sincerely,
  
  ****** **********
  
  

• Initial Complaint

  Date:01/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had several issues with canada post. My first issue is courriers failing to attempt to deliver parcels. there's been no attempt to deliver on multiple packages, no delivery notice left, I always have someone home as they work from home m-f and have the freedom to answer calls, doors etc but no one has ever attempted to deliver (knock on the door, buzz, call etc).Tracking Number: **************** there was no attempt to deliver this item as no notice was left, no knock/buzz for the apartment. nothing. the driver marked it as notice left without leaving a notice or attempting a delivery.The last time I complained about this issue (Tracking number ****************,) the courier confronted my partner and was aggressive towards her for filing a complaint/ticket. the courier also keeps delivering ad mail despite my putting in multiple requests and follow *** to not receive junk mail. I've filled out the forms online from canada post and followed up with their customer support team (chat and phone).We've also keep receiving several mail items that have been damaged, bent, torn.I'm not sure what's going on here but hopefully someone from canada post see's this and is as alarmed as I am and takes these issues serious as it needs to be resolved. I've been avoiding using Canada Post for parcels and such since the last incident but made the mistake of selecting them for this parcel and it's the same thing all over again. There are perishable items in my current package hence why i selected priority mail. it was received nov 28th, it's now the first and this won't be available until next monday. Absolutely unacceptable

  Business Response

  Date: 06/12/2023

  Thank you for bringing this to our attention. We truly regret any disappointment this may have caused. 

  These issues have been shared with your local **************** Team. They have reviewed the matter thoroughly with all involved and are working to correct now and going forward.

  Thank you, 

  Canada Post 

  Customer Care

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20945549
  
  I received damaged mail this week (bent and crumpled letters/cards). This is not the first time I'm getting issues with my mail service after filing a complaint, I'm also missing mail (ie: mail that was marked as delivered by the government of Canada but that was never received/left in my mail box-when I reached out to them, they affirmed I should have received the documents). If letter carriers can't remain professional, courteous  and adhere to a reasonable code of conduct or perform/complete their job duties, can we get this escalated above the branch manager.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/12/2023

  Thank you for bringing this to our attention. Your complaint and concerns have been noted and forwarded to our Quality Team for review.

  Should you need further assistance, please contact our *********************** at ************** in order to create a follow up with your local delivery depot regarding this matter. 

  Thank you, 

  Canada Post 

  Customer Care

• Initial Complaint

  Date:23/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have lived in various countries and have not experienced such bad postal service as Canada post. Absolutely insane.
  
  I always receive cards to go to post office to pick up items even if they aren't signed for despite our building having safe lockers with codes that anything can fit in and ***** ups etc never have issues leaving items there yet Canada post continously refuse to do it:
  
  What makes it worse is that I work from home and I'm always at home and they don't even try to deliver!!!! They just leave the note.
  
  Now the note part - there's no information on the note not from who it came no tracking number the number on the note is untraceable. Basically it can be anything at all I won't know unless I take a whole day off work to go to this post office that only works during my work hours! Absolutely insane. In USA we had easy functions of rescheduling delivery and at least knowing what package it was. You need to figure your things out because here another 2 packages I will never ever pick up again

  Business Response

  Date: 24/11/2023

  Thank you for your inquiry.  We appreciate your feedback. 

  Upon review, both of your international inbound item does have a signature required. As such, they are carded for pick-up for proper processing at the Post Office.

  Should you have any further inquiries, we encourage you to contact our Customer Care team at **************. Thank you.

   

   

• Initial Complaint

  Date:20/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked ***************** trackable on an international level and was ****** had done so. My legal documents now have gone missing and when I attempt to make a claim to try an see whats happening they tell me they can't help for 30 days from purchase. I payed for 3-7 day delivery, they have basically lied about the service provided at the store level then when pressed for help say well It may be gone we don't know come back next month. They have no accountability. I want my item there and I want the extra money I paid for quicker shipping returned to me. As it was basically fleeced as the service was payed for but not received. This is hundreds of dollars in important legal documents they have just lost and do not care.

  Business Response

  Date: 27/11/2023

  Thank you for bringing this matter to our attention.I truly regret any inconvenience that this delay may have caused. According to our tracking system , item arrived at the destination country on Nov 24,2023. Unfortunately with the service used for this item,  tracking updates are not available once it leaves the country , however Canada Post will ensure item gets to its destination. Should require more details on your item,please call Canada Post **************** directly at **************.
  
  Thank you,
  
  Canada Post *************

• Initial Complaint

  Date:16/11/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have three seperate ticket numbers for failed customer service with Canada Post:
  *** *** *** *** *** *** *** *** ***
   
  I am so tired of dealing with Canada Post! I have a package that is normally dropped off at my door for the past 2-3 years without issue. Suddenly, over the past 2 months, the courier decides to leave it at the post office which is a huge issue for me.
  
  The package weighs at least 25-30lbs and I do not have a car so it is difficult to walk over and pick it up. It also contains daily nutrition that I expect to be delivered to my door step, where I have made countless requests to leave it at the front door regardless of 'safe space'. I know that the courier is just purposely avoiding extra work and its easier for him to leave it at the post office, maybe, but they are making my life VERY difficult.
  
  One package costs about $110 CAD and there are two packages still in rotation, one of which I have no idea what happened to (the first service ticket).
  
  I had to cancel my subscription with ******* because I can't deal with this anymore and I can't have packages left at the post office. This is very inconsiderate of you.
  
  Not only that, but you have been calling me and promising me redelivery, or a call back from a manager, NONE of this has EVER come through. Not ONCE has Canada Post fulfilled on their promises.
  
  Absolutely horrid service. I have never had to cancel my product because of the failure of the DELIVERY supplier, and never have I felt so disrespected by a simple government owned postal service.

  Business Response

  Date: 23/11/2023

  Thank you for
  bringing this matter to our attention. This is not the experience we want for
  our customers and regret the stress and any inconvenience this may have caused
  you. Please note that this complaint has been forwarded to our Canada Post
  local Depot for action.
  
  Thank you,
  
  Canada Post Customer Care.

  Customer Answer

  Date: 23/11/2023

  
  
  Complaint: 20881514
  
  
  
  I am rejecting this response because:

  Canada Post has made no effort to take accountability for their actions. Very disappointed with this lackluster response with no follow up. By the way I have since made another escalation case with Canada Post *** *** *** which makes it a total of FOUR unresolved tickets.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 01/12/2023

  Thank you for the update. Please note that Canada Post Local Management is investigating
  to resolve the matter. Should you feel that your concern has not been fully
  addressed by Canada Post, please reach out to the Canada Post Ombudsman’s
  office with your service ticket number.
  *************************************************
  
  Thank you,
  
  Canada Post Customer Care.

  Customer Answer

  Date: 04/12/2023

  
  
  Complaint: 20881514
  
  
  
  I am rejecting this response because:

   Canada Post still refuses to take any accountability and had provided no solution on this matter. I've had to since pause my subscription service and have created about 8 service tickets since Sept. This package is 30lbs and cannot be picked up it is too heavy.

  
  
  
  Sincerely,
  
  
  
  ***** *******